Cogeco Cable Canada Essay

1397 words - 6 pages

Based on all three articles, Cogeco’s reputation for customer service has received a positive rating.
Cogeco is a success because they take pride on customer relationships. Customers are at the heart
in an enterprise, and what makes Cogeco so unique is its blend of tangible and intangible goods
and services that are offered for its customers. Cogeco offers a wide variety of products and
services that cater to the customer’s unique needs. They offer both their commercial and residential
customers, both business partners and non-business partners various telephone service packages,
television packages and internet service packages. Moreover, Cogeco offers high quality customer
service from their call centers. For example, Cogeco provides residential customers the choice to
customize their home phone packages with various calling features at competitive rates
(Marketwired,2014). As per the duty of a Customer Service Representative, it is his or her job to
help that customer find the product or service that caters to their needs and wants. Along with that,
a Customer Service Representative should listen to and answer the customer’s questions that are
relevant to their product purchase. Once the Customer Representative has accomplished all these
tasks, they start to develop a rapport with their client. Establishing relationships with customers is
relationships fosters a positive reputation for the organization and creates trust and loyalty to the
customer. Because of Cogeco’s outstanding customer service reputation, the firm has been
awarded four times for Highest Customer Service Satisfaction by the Service Quality
Measurement in the telecommunications and television category (Cogeco,2014).

When a business starts to form a positive reputation for itself in the market, other companies would
like to work with that corporation and build a business relationship. Creating business relationships
with other firms can aid in business growth. By partnering with another enterprise, developing
innovative services and products can benefit the company to grow in a very competitive
marketplace. For example, after hearing of Cogeco’s outstanding reputation on customer service,
OnePosting jumped on board with Cogeco Data Services to expand its e-invoicing and e-billing
solutions to customers (Marketwired, 2014).

Clients are more likely to talk about their customer service experiences to other people. If a
consumer receives poor customer service, they are likely to speak of their experiences to others.
Moreover, it is harder for businesses to regain customers back after they have lost them. As a
result, the organization’s reputation is affected. Without customer service, the business would
suffer, resulting in cutbacks to jobs and salaries. In addition, having capable and understanding
Customer Service Representatives is what makes customers keep coming back. One of the most
common complaints when...

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